Production Support Manager

  • Experience: 5+ Years
  • Location: Noida, Sector 126
  • Work Timings: General Day Shift
  • Compensation: Decent hike as per market standards on current CTC

Employee Benefits:

The company offers a range of employee benefits including:

  • Cashless medical insurance for employees, spouses, and children
  • Accidental insurance coverage
  • Life insurance coverage
  • Five-day work week
  • Company-paid lunch
  • Company-paid transportation
  • Access to online learning platforms such as Udemy and LinkedIn Learning
  • Retirement benefits including Provident Fund (PF) and Gratuity
  • Sodexo benefits for income tax savings
  • Hybrid work from home policy*

*The Hybrid work from home policy is applicable to specific business groups/departments and is subject to change, review or discontinuation at any point in time at the discretion of the management.

About us:

We, FCI-CCM, are a global provider of Customer Communication Management solutions founded in 1959. We offer software products and services that enable businesses to create, manage, and deliver personalized communications across multiple channels and touchpoints. With over six decades of experience, we have a deep understanding of the customer communications landscape and are trusted by leading organizations worldwide.

Broad Function:

We are seeking a highly skilled Production Support Manager to provide technical support for Java-based applications. As a Production Support Manager, you will be responsible for managing a team of Production Support Engineers and ensuring that the applications are stable, reliable and meet the service level agreements (SLAs) with customers.

Roles and Responsibilities:

  • Managing a team of Production Support Engineers and providing technical leadership and guidance to ensure that the applications are stable and reliable
  • Coordinating with cross-functional teams to troubleshoot and resolve complex technical issues, conducting root cause analysis and documenting solutions
  • Identifying areas of improvement in monitoring, application stability and overall production support processes
  • Ensuring proper documentation of issues and outages, and timely communication with stakeholders and management regarding the status and health of the applications
  • Driving continuous improvement initiatives to mitigate repeat issues and improve application performance and availability
  • Managing and tracking Service Level Agreements (SLAs) for incident resolution, problem management and change management processes
  • Providing regular reports on application performance, issues, and resolutions to stakeholders and management
  • Developing and maintaining relationships with key stakeholders to ensure that their needs are met and their expectations are managed effectively

Desired Skillsets

  • 5+ years of experience in technical production support, with at least 2 years in a managerial role
  • Strong analytical and problem-solving skills with excellent interpersonal and communication skills to handle internal and external customers
  • Good knowledge of MySQL and Unix including queries and commands
  • Familiarity with object-oriented design and programming principles and patterns, with knowledge of any programming language like Java being a plus
  • Understanding of message brokers like Kafka and AWS
  • Degree in Computer Science or a related field
  • Experience with application and server security monitoring and best practices is a plus
  • Ability to conduct root cause analysis and log analysis for better troubleshooting
  • Experience in working with Jira or any other tool
  • Ability to perform data analysis from both business and IT, identify insights, and present findings
  • Good knowledge of Agile methodology and experience working in an Agile environment

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